Once you have accomplished the tough job of obtaining a client, it would be unwise to let them go. It does not matter what business you are in, a repeat business will not only cost less, but will give... read more
Making recommendations is a great way to enlist a prospective buyer into doing business with you. But only if your recommendation is really catering to their burning needs. One of my favourite things to do is to try new... read more
The difference between a good customer experience and a great customer experience is the little experiences your customer has along the buying journey. Whether I’m having a quick lunch or an elaborate dinner, the dining experience has a lot... read more
So many businesses these days figure that they don’t need to worry about talking to us or providing customer service, because we don’t expect it any more. They are wrong! Think about your best experience in business and invariably... read more
So many businesses these days figure that they don’t need to worry about talking to us or providing customer service because we don’t expect it any more. They are wrong! Think about your best experience in business and invariably... read more
5 Principles to Inspire, Encourage, and WOW What is it about Zappos that makes their customers so delighted? Author Joseph Michelli was granted full access to Zappos employees across the organisation and writes about the big Wow. “Wow and... read more
Customer service is a marketing stream not enough businesses consider within their social media marketing plan and strategies. In March SmartCompany rang for a quote on my thoughts for their article “Twitter turns eight – but what impact has... read more
When you grow up in a small town, even in a regional centre like Wagga, there’s no secrets. There’s no anonymity like there is in a big city. No matter where you go you always meet people who worked... read more
This one is for all the consultants, designers, marketers and basically anyone who works on a project basis. Here’s the big message I’d like to impart: If your client ever calls you for an update, it’s a communication fail.... read more
In The Wizard of Oz, all the Tin Man truly desires is a heart. He wants to feel fully human again, like he was before the Wicked Witch of the East cast a spell on him. When the Tin... read more
Are testimonials effective, believable, credible and powerful? Do they help market you and your brand? Or are they ignored, just a waste of space and do they in fact detract from your brand? Are you a believer in testimonials?... read more
Branding as I discussed in a previous article is understanding that your business’ reputation is dependent on you consistently delivering on your promises. In the follow-up article I discussed that your brand is also dependent on all stakeholders delivering on your... read more
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